When to use games customer service training?

 In Customer Service

When to use games in customer service training?

coursedetailsEmployees receive coaching in customer service with the aim of increasing support and satisfaction for customers.

Customer service training is available to any employee who interacts with customers. Your customers are your greatest growth opportunity. Every employee should work hard to keep them happy, whether they are a customer service representative, marketer, executive assistant or executive assistant.

It can be frustrating to wait for long periods of time or answer irrelevant questions, especially when the customer is not familiar with the process. A customer service training game will allow your new representatives to step into the shoes and responsibilities of future customers.

Brilliant Ideas for Customer Service Training:istockphoto x

1. “Here’s what, this is why”

How to Play: You must first select two volunteers. The first person to come forward should give the instructions to answer the question. To ask questions, you don’t need to follow any particular pattern.

Customers can feel frustrated if they don’t understand your procedures or don’t understand your questions. They don’t like long wait times.

This customer service training game will teach you how to explain your processes and why they are important.

2. “We know where we are going”

Each round is followed by a brief debriefing. It is best to have at least six players in a group.

Participants will be able to see how easy it can be to get so involved in work that they fail to notice if you are still on the right track.

Only a pen and a piece of paper is required to create this team collaboration and alignment game in customer service training.

3. “Whispers and Listeners”

This game is always fun, because the last person who utters the statement has no resemblance with the one you said to the first person.

Reports of speeches are not reliable as your colleague might have missed important information. Sometimes people will try to explain the situation to you and then end up adding more information. These two situations can lead to customer service reps appearing incompetent.

4. Clear Communicator

This game is all about communicating with only body language.

It’s easy to understand when someone is speaking clearly during an interview or onboarding. However, it’s a skill customer service representatives should continue to improve as they work with new products and updates.

This is technically an interpersonal skill but it is so crucial for customer service and support that it deserves its own section.

5. Customer’s perspective

Agents can learn how customers interact with their business by playing the role of customer. To gain a better understanding and appreciation of the experience, a trainee will go through the process of purchasing the product or service. You can insert a range of issues that some customer experience to help the staff member feel as the customer would. Building empathy.

6. Icebreakers

Fun icebreakers can help trainees feel more comfortable being part of a larger group. Because team members are more comfortable with one another, this helps training move at a normal pace. Employees can improve their customer service skills through icebreakers. They open up new relationships and allow them to meet new customers.

7. Ridiculous Complaints

This game helps customer service reps handle ridiculous complaints from customers. Make a list of absurd complaints that customer service representatives have received in the past or will encounter in the future to play the game.

8. Are You Listening?

It’s crucial to assess the listening skills of call center agents after you have established rapport. It is important not to tell your agents that you are listening. You can sneak it in as a competition to the icebreaker game. Asking trick questions is the key.

This question is often misinterpreted by agents who get too caught up in minute details and miss the obvious answer. This is a great opportunity to discuss how to not get distracted by unnecessary information and keep your focus on the most important things for customers.

9. “The Heard Technique.”

Hear: Let the role playing customer speak their mind without interfering

Empathise with them: Let them know that you have listened to their feelings and are able to empathise with them. You can say things like, “I understand what you must feel.”

Apologise: The customer will want to hear that you accept the responsibility and apologise. Even though it doesn’t solve the problem, an apology from the heart can help to ease tension.

Solution: Make sure your customer service team has the necessary training to resolve the problem. If they don’t know what the customer is looking for, they can ask questions such as “How can I make it up to them?”

10. “The Quadrants”

How to Play: Use masking tape and divide the room into four sections. Number each section. Your team should be aware that they will be doing some activities in the squares for approximately 45 seconds. Next, assign actions to each quadrant.

Participants can sing nursery rhymes in the first quadrant. In the second quadrant, have them stand on one foot and then recite the alphabet in reverse. The fourth will be used for relaxation.

Customer service training ideas for supporting work environments is the second. It focuses on customers’ needs. The team is encouraged and supported to work together in order to achieve this. This also helps improve collaboration.

11. Online Introductions

How to Play: The game can be played online or face-to-face. In either case, each member of the team should introduce themselves. Online, each participant should share their name and photos in the group chat. Let everyone get to know each other better.

This test measures how quickly your team members can remember names. New hires can also see the other members of their team simultaneously. You will see how members can interact with each other through group interaction.

Last Thoughts

Regular customer service agent training is essential for all agents, new and old. It can help agents learn new skills as well as help them improve their existing skills. Agents can provide the best customer experience possible, which increases customer satisfaction. Customer service agents’ interactions with customers are crucial to building a positive brand image. Customers can be frustrated by insufficient training and poorly trained agents. This can lead to lower customer retention.

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